Contact Center Specialist II

Centerstone is among the nation's leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people's lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!

JOB DESCRIPTION:

SUMMARY OF POSITION

The Centerstone Contact Center Specialist II is an integral component of our Centerstone team. This position often serves as the first point of contact our patients have with Centerstone. The position requires excellence in customer service and compassionate care supported by a thorough understanding of the organization's treatment and support programs. The ideal candidate must demonstrate a working knowledge of behavioral health basics and understand health insurance benefits.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Ensure all callers are met with a tone of respect, compassion, and resolution while meeting standard call handling metrics.
• Assist individuals and families in connecting with and scheduling services which are most appropriate to their needs.
• Schedule new patient appointments with the most appropriate service line and/or best matched clinician.
• Provide brief telephone screening of clinical need and level of care required.
• Collect basic information from individuals seeking services and document contact in CRM and/or EMR.
• Manage specialty referral partners through concierge screening, assessment, referral and scheduling.
• Complete tele-video screening, test sessions, and scheduling for all patients of virtual/telehealth care.
• Capture funding source and complete brief insurance verification.
• Coordinate and provide appropriate disposition for medication related calls, including refill requests, side effects and prior authorizations.
• Assess and provide intervention and/or connection to help for crisis callers.
• Communicates effectively verbally and in written documentation (electronic communication, EMR documentation, CRM documentation) with administration, clinical staff, and business staff.
• Meet KPIs including ASA, AR, customer satisfaction, documentation audits and silent monitoring audits.
• Follow HIPAA related rules and regulations and safeguard any and all PHI.
• Effectively communicate via written, verbal, in person and virtual methods.

KNOWLEDGE, SKILLS & ABILITIES

• Excellence in customer service, patient engagement, and customer communication.
• Strong communication skills, verbal and written are essential.
• Ability to work autonomously (remotely) and as part of a team.
• Prior experience using an EMR, CRM, and/or scheduling software a plus.
• Experience with telehealth communications tools including, but not limited to, Zoom.
• Proficiency in basic computer hardware functionality and skilled in computer software functionality.
• Responsiveness to supervisory guidance.
• Regular and reliable attendance is required.

QUALIFICATIONS

Education Level

• Bachelor's degree in human services, psychology, social services, education or related field preferred

Years of Experience

• Minimum of 4 years of experience working in health care, customer service, or other contact center setting

Certification/Licensure

None required

PHYSICAL REQUIREMENTS

Standing - 10%

Sitting - 90%

Squatting - occasional

Driving - occasional

Kneeling - occasional

Lifting - occasional

Bending - occasional

DISCLAIMER

The duties and responsibilities described in this document are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands.

Time Type:

Pay Range:

Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:

• Medical, dental, and vision health coverage

• Flexible Spending and Health Savings Accounts

• 403b retirement plan with company match

• Paid time off and ten paid holidays

• AD&D Insurance, Life Insurance, and Long Term Disability (company paid)

• Employee Resource Groups

• Continuing education opportunities

• Employee Assistance Program

Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect.

At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our Culture.

Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity and expertise that powers our innovation and connects us to each other, our clients and the communities we serve.

Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.